started Brithinee Electronics in 1963 after two previous ventures did not work out. The earlier ventures proved to be a springboard for getting into the business of repairing industrial motors. Wallace's young sons, Wally and Don Brithinee worked alongside their father in starting and developing the fledgling company, gradually learning the rewinding business.
In 1970 when the Lincoln Electric, a large manufacturer of electric motors, came out with an appealing low priced motor, the Brithinee made a strategic decision to be distributors for Lincoln's new product line. Taking on the Lincoln line allowed Brithinee Electric to offer its customers the choice of repairing or replacing a malfunctioning motor. By 1972 Brithinee Electric had seven employees and enough business to feel optimistic about the future, so it built a 10000 square foot facility to house the business. The company's facilities were expanded to 16.750 square feet seven years later. By 1980 Brithinee Electric had 23 employees. In 1982 Wally and Don Brithinee took over the management of the business when Wallace Sr. decided to retire.
In 1987. Brithinee has about $4.5 million in revenue, about 75% of which came from sellings its Toshiba and Baldor lines of electric motors and about 25% came from motor repair work. Building customized electric control panels was of which came from motor repair work. Building customized electric control panels was a new venture with one full time employee, but control panel sales were not yet large enough to be listed as a separate revenue category in the company's financial statements. Brithinee's main emphasis was in motors for water pumping and treatment areas, rock crushing, cement facilities, and the food industry, including wineries and breweries.
1.0 Blueprint Design
Blueprint is the term the service experts' use for the structure of the company services Lovelock (2003). It is also known as structural process design and was created by Shostack in 1987. Blueprinting not only highlights the importance of the service design but also concentrates more on flowcharts or processes modeling. It also shows a clearer picture of the process in service mapping.
From the perspective of the Brithinee Electric's customer (first stage of process is bringing the motor to the workshop or asking Brithinee to get it picked from the customer's site).
When a customer would come with the problem being faced in his motor, the Brithinee staff would firstly take its photos and test it. After the testing the customer would be told of the problems that exists and how would it be cured. If the customer allows, the second stage of repairing starts off.
2.0 Flow Chart of Brithinee's Electric
The process consists of 11 steps:
1. Customer brings in his motor
2. The problem existing in the motor is discussed with the staff and the staff is told after the review if they want